Question

Huawei P9 - void warranty?

Hi there,

I purchased a Huawei P9 three months ago. When charging the device yesterday, it started making a loud crackling sound and producing smoke. I turned it off immediately and saw the charging port had burnt up and become pretty mangled; ditto the charger.

I took the phone back to Carphone Warehouse and was informed that because I had a small smash in the corner of the screen the warranty was now totally void and there would be no point sending the phone off to Huawei because they'd just send it straight back. Despite this being a pretty outrageous policy (though unsurprising that they would cover their backs in such a way), I was wondering if anyone had any experience in getting a repair under warranty in spite of cosmetic damage?

I think normally I would probably understand if it was a more standard fault but I think the phone is quite clearly a safety hazard. I had the phone next to me while it was charging so managed to remove the charger at the first sign of malfunction but if I had have left it unattended I'm fairly certain it would have caught fire or exploded. It seems pretty bizarre to me that they would not accept a phone with such a serious fault and there is no way they could connect this to the damaged screen, but the manager at Carphone Warehouse was adamant it wouldn't be considered for repair or replacement.

Any help on this would be greatly appreciated.

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Comments
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Answer
Nod.

I have to confirm that most makers void the warranty on "cosmetic" damage. Next time, scour the warranty to see just what is covered and ask them ahead of time.

For me I'm very protective of my phones and so far, no drops, dings and in a case too.

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.

I have been through the warranty and can't seem to find any evidence of such a policy. The closest thing it says is that the warranty cannot cover repairs to screens and other signs of cosmetic wear, but there's no mention of this being a reason for void warranty. Can I argue against it if it's not written there or is it just supposed to be something that's common knowledge?

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They usually call it abuse.

And that's the game.

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Disappointing.

Guess I'll have to fork out the cash for a new one. Thanks for your help.

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Sadly......

Companies do everything they can to avoid paying claims by voiding warranties for minutia. Sad but true.....

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Answer
Should be Covered Under Warranty

As far as I know, Huawei does cover such issues.But then again, if this happened out of nowhere, you really are not to blame. I suggest you contact Huawei directly. There is no harm in it, now is there?

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